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What's the difference between canned messages and the Smart Advisor?

The enhanced Smart Advisor 2.0 suggests answers to the agents in real-time based on what the visitor is asking in the chat.

Agents can use both Smart Advisor articles and canned messages in the Agent Workspace. While canned messages are defined in the Web Admin Center, the Smart Advisor panel displays articles taken from a selected AI knowledge base. This knowledge base is selected when Agent and AI are integrated. For more information, see Integrate a chatbot.

The main difference between the two sets of messages is that Smart Advisor offers results in real-time, based on the customer's questions; whereas an agent has to search manually from available canned messages while chatting with a customer. In addition, an agent can suggest an answer as a knowledge base article and this way help improve the knowledge base.

What are the best practices for conversational articles?

Follow these guidelines to make the most of Digital DX AI's conversational capabilities.

Remember the following guidelines when creating conversational articles:

  • If you have Yes and No branches in a conversational flow, order Yes first and No second to keep the flow natural.
  • Add labels to conversational articles like parent, child or conversational, so it's easier to find and edit them.
  • When using instant feedback, add the <no_feedback/> tag at the end of the question or option if you don't want feedback to appear for that step.
  • If you use multiple bubbles, include a delay to the messages to give users time to read. The wait times should depend on the length of the messages. When messages are sent right after one another, it feels more natural to pause a little longer and longer with each new message, even if they may be around the same length, so that users have time to finish reading older messages before newer messages are sent out.
  • Adjust the character limit for bot messages and ensure articles are within that limit to make sure customers don't have to use the Read More button to see the full article.
  • We recommend you use large persistent buttons rather than quick buttons as customers usually prefer the ability to click on previously displayed buttons.

What are the best ways to humanize the bot?

Here are a few tips to keep in mind to make bot conversatitons more human-like:
  • Setting up a humanized greeting increases the likelihood that customers choose to interact with the bot. It is important however to make it clear that they are talking to a bot, not a human being. See this article for more best practices about the bot's introduction message.
  • Make conversations flow as naturally as possible.
  • Keep answers short and to the point.

Announcements

Bold360 21.10 Release Notes

Bold360 21.10 release notes

Bold360 version 21.10 contains the following new enhancements:

Enforcing HTTPS and removing HTTP across widget scripts

Going forward, there will no longer be an option to choose (non-secure) HTTP-only connections when generating widget touchpoint scripts. HTTPS will be enforced across all touchpoints going forward and HTTP-only widget configurations will no longer be supported as of December 31, 2021. Any widget script using HTTP only will need to be changed by this date in order to continue uninterrupted

Access to the Genesys DX AI management (*.nanorep.co) will only be accessible through HTTPs

In-product announcements will be present to raise awareness of this change

Important: Any widget script using HTTP only will need to be changed by this date in order to continue uninterrupted.

In-Product Rebranding

As part of the transformation to Genesys DX, the product interfaces are now rebranded to reflect this change. Logos, product names, and company links are now updated to Genesys branding and is present within each of the product interfaces.

getEstimatedWaitTime API call

Using the "getEstimatedWaitTime" API call will provide the estimated wait time that the visitor would spend waiting before starting a live chat with an agent.

Details on using this API can be located in this article.

Bold360 21.11 Release Notes

Bold360 version 21.11 contains the following new enhancements:

New KB Launchpad Intent Library for COVID-19/Vaccinations

In order to help businesses with providing just-in-time information related to updates to COVID-19 and vaccination protocols, a new entry in the KB Launchpad is now available with intents that can be used to deploy knowledge to keep your workforce informed of new policies and information that you may need to enforce.

Not familiar with the KB Launchpad? The KB Launchpad contains pre-defined intent libraries to help you add industry and use-case specific questions/intents to your KBs with your own specific responses to help with adding commonly asked questions for newly created KBs.

We will be enabling the KB Launchpad as a default setup option on all accounts shortly but contact your Account or Success Manager to get it enabled early if necessary.

ICO Cookie Compliance

In order to support ICO cookie compliance in regions that require end-user consent for allowing cookies to be set, Genesys DX now complies with this standard by making the tracking and analytics related cookies that are set through the touchpoint and visitor monitoring HTML snippets to be optional.

By default, all cookies will continue to be set upon page load. To restrict these cookies from loading automatically and only upon end-user consent, additional steps will be required on the website that the Genesys DX code is being deployed to.

You can learn more about what this compliance is and how to update your Genesys DX deployment to be compliant by reviewing the details in this article: ICO Cookie Compliance.

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Every year, Genesys® orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service℠, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.

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